Associate Voice Network Engineer

The Finish Line USA•Indianapolis, IN

19h•Onsite

About The Position

Responsible for providing the design and development of the Finish Line Voice environment, consisting of Gamma Cloud Solutions and Cisco Unified Communications Manager. Provide management with supporting information and recommendations to hardware, software upgrades and purchases to handle growth and organization needs for Voice and Video network. The Engineer assists in the administration, installation, configuration, maintenance and support of the VoIP systems. Responsible for the Voice over IP phone system interconnecting the Home Office, Finish Line stores and remote users and remote Contact Center functionality, as well as primary contact for after hours’ support. Responsible for tier 1 and 2 troubleshooting, MACD (Moves, Adds, Changes, and Deletions), Modifications and ongoing maintenance upgrades of Ecommerce Contact Center, Inventory Control Contact Center, and Store Systems Contact Center or the Finish Line store locations. Provide support, maintenance, and configuration on VoIP hardware such as Polycom and Cisco IP phones. Genesys PureConnect VoIP, Recorder, Optimizer, and .NET client servers and software. Including Cisco UCM (Unified Communications Manager). Provide Backup Support Maintenance for store to store and store to corporate calls via Cisco Unified Communication Manager. Administration of SIP Trunks between Cisco Unified Communication Manager and Gamma (Voice) / Waterfield (IVA-R) phone system. Administration and performance of changes to the IVR and Queues for Finish Line enterprise and contact center as needed. Perform tier III troubleshooting of Voice and Video network issues. Resolve daily service requests of Telecommunication voice queue. Responsible for the periodic patching and software updates to Voice network solutions. Researches emerging Voice infrastructure technologies and processes by reviewing white-papers, attending conferences, coordinating project demonstrations, and preparing recommendations for business solutions. Assists in the inventory (tracking and reporting) of Voice equipment. Performs the planning, design, configuration, and implementation of reliable, Voice Infrastructure Solutions. Work with vendors, application developers and other technology groups to resolve problems. Responsible on VoIP infrastructure and policy adherence. Provide ongoing training for all Voice solutions for HQ, Stores, and remote users. Provides continued support to all Finish Line Project initiatives concerning Voice for the full project lifecycle where expertise is required. Analyzes Call flows and current utilizations of PRIs/SIP Trunks or other technologies to make recommendation for current and future uses. Additional duties and projects as required.

Requirements

Associate’s Degree (A.S.) in a related field.
At least 2-3 years of experience with the Cisco Unified Communications Manager platform or equivalent VOIP experience.

Responsibilities

Design and development of the Voice environment using Gamma Cloud Solutions and Cisco Unified Communications Manager.
Provide recommendations for hardware and software upgrades to support growth.
Assist in the administration, installation, configuration, maintenance, and support of VoIP systems.
Manage the Voice over IP phone system connecting Home Office, stores, and remote users.
Provide after-hours support.
Perform tier 1 and 2 troubleshooting, MACD, modifications, and maintenance upgrades for various contact centers and store systems.
Support, maintain, and configure VoIP hardware (Polycom, Cisco IP phones) and software (Genesys PureConnect, Cisco UCM).
Provide backup support for store-to-store and store-to-corporate calls.
Administer SIP Trunks between Cisco Unified Communication Manager and Gamma/Waterfield phone systems.
Administer changes to the IVR and Queues.
Perform tier III troubleshooting of Voice and Video network issues.
Resolve daily service requests for the Telecommunication voice queue.
Perform periodic patching and software updates to Voice network solutions.
Research emerging Voice infrastructure technologies and processes.
Assist in inventory tracking and reporting of Voice equipment.
Plan, design, configure, and implement Voice Infrastructure Solutions.
Collaborate with vendors, application developers, and other technology groups to resolve problems.
Ensure VoIP infrastructure and policy adherence.
Provide ongoing training for Voice solutions.
Support Finish Line Project initiatives concerning Voice.
Analyze call flows and trunk utilizations to make recommendations.